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Added 36 mins ago
Data Analyst
Wiraa
Canada
Full-time
…are committed to building a world-class team to innovate and lead in health tech. Our mission is to develop an AI operating system that simplifies healthcare workflows, reduces…
Added 37 mins ago
Transition Manager -Digital Workplace Solutions
Lenovo
Markham, ON
$92,000 to $140,990 CAD / year
Lead the transition of new customers, service expansions, transformations, and complex change initiatives from contract signing through operational acceptance.
Added 37 mins ago
Digital Agriculture Analytics Lead
''
Toronto, ON
Full-time
Position Title: Digital Agriculture Analytics Lead
Added 49 mins ago
Staff Software Developer
Intuit
Toronto, ON
Full-time
Staff engineers at Intuit lead without authority. You will influence roadmap, unblock teams, mentor senior engineers, and represent HCM technical strategy to senior engineering and product…
Added 49 mins ago
Staff Software Engineer (Pre-ID Relo)
Intuit
Toronto, ON
Full-time
Staff engineers at Intuit lead without authority. You will influence roadmap, unblock teams, mentor senior engineers, and represent HCM technical strategy to senior engineering and product…
Added 51 mins ago
Director, HR Systems & Data
Pomerleau
Montreal, QC
Act the functional lead of SAP SuccessFactors and drive the execution of module deployements through the full cycle : business need identification, scoping, configuration, testing,…
Added 51 mins ago
Intern, AI Product Analyst
Pomerleau
Montreal, QC
…this is a 4-, 8-, or 12-month internship reporting to the Team Lead – AI…
Added 51 mins ago
Proposal Manager
Pomerleau
Levis, QC · Montreal, QC
…understanding of requirements and be able to influence and lead the team to propose optimal solutions to…
Added 51 mins ago
Solutions Architect
Pomerleau
Montreal, QC
…digital strategy. The incumbent acts as the primary architecture lead for an initiative, from ideation through production deployment, balancing business needs, technological constraints,…
Added 51 mins ago
Senior Data Engineer
Pomerleau
Montreal, QC
Maintain legacy Azure Synapse pipelines and lead their migration to Fabric.
Added 1 hour ago
Project Manager, Sales Enablement & Executive Customer Engagement
Husky Technologies
Bolton, ON
Full-time
At Husky TechnologiesTM, our success is based on your success. Our ability to keep our customers in the lead is based on building the strongest team possible.
Added 2 hours ago
Staff Engineer - Backend & Architecture
MapsPeople
Toronto, ON
Full-time
Lead complex technical initiatives that span multiple engineering teams
Added 2 hours ago
Senior Director-Head of CNB Wealth Business Architecture
Royal Bank of Canada
Toronto, ON
Full-time
Lead the Wealth Business Architecture organization of approximately 30 professionals, establishing a high-performing, product-oriented culture focused on business outcomes and client value.
Added 2 hours ago
Senior Embedded Software Designer
Kepler Communications Inc.
Toronto, ON
Full-time
…we’re committed to creating an environment where you can grow, lead, and make a global…
Added 2 hours ago
Systems Analyst, Application Development
NAIT (Northern Alberta Institute of Technology)
AB · Edmonton, AB
Full-time
…test and document our work. Over the next few years, we'll lead several major integration initiatives as we modernize core systems and launch new digital services for students and…
Added 2 hours ago
Senior Human Factors Engineering (UX/HCI, GUI Design)
General Dynamics Missions System International
Calgary, AB
Full-time
At General Dynamics Mission Systems–Canada, we’re not just engineering technology. we’re shaping the future of defence and security. Our teams design and deliver advanced, mission-critical…
Added 3 hours ago
AI Architect
Agility IT
Toronto, ON
Full-time
Our consulting client is seeking a highly experienced AI Architect to lead the design and implementation of an enterprise-scale AI-powered Bordereaux (BDX) Processing Framework supporting…
Added 3 hours ago
Services Delivery Manager, ISG - Canada
Lenovo
Markham, ON
$92,000 to $140,990 CAD / year
…You will have the opportunity to influence customer strategy, lead executive-level engagements, and drive continuous service improvement across complex enterprise…
Added 3 hours ago
Digital Agriculture Analytics Lead
McCain Foods
Toronto, ON
Full-time
Position Title: Digital Agriculture Analytics Lead
Added 4 hours ago
SAS Tech Lead
Aarorn Technologies Inc
Markham, ON
$70 CAD / hour
Contract
We are seeking an experienced SAS Technical Lead to support a large-scale SAS-to-Snowflake modernization and migration program. The ideal candidate should possess deep expertise in Base…
Added 4 hours ago
Salesforce Functional Lead
Aarorn Technologies Inc
Toronto, ON
$60 CAD / hour
Contract
We re in search for a Senior Salesforce Functional Lead for the largest Salesforce CRM platform at a leading banking client in Canada. You ll be joining a diverse and inclusive agile lab…
Added 4 hours ago
Mechanical Designer
SearchLabs
Toronto, ON
Full-time
turning engineering requirements into practical, buildable 3D models and
Added 4 hours ago
Infrastructure System Admin
Aarorn Technologies Inc
Toronto, ON
$45 CAD / hour
Full-time
Lead the design, implementation, and maintenance of complex IHS and WAS environments, including clustered and highly available configurations.
Added 5 hours ago
Quality Assurance - Vice President
iCapital
Toronto, ON · Greater Toronto Area, Canada
Full-time
Demonstrated ability to lead large, geographically distributed teams including offshore engineering centers in India, fostering a culture of high performance, innovation, and retention…
Added 5 hours ago
Process Engineer / Project Manager
SearchLabs
Toronto, ON
Full-time
you will lead custom process‑equipment projects through the full design‑build‑deliver

Snowflake

Manager, Escalation Management

Toronto, ON, Canada

Pay: $136,000 to $186,000 CAD / year
Job type: Full-time
Posting language: English
Posted: Oct 1, 2026

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Original job description

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset - who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.

Manager, Escalation Management

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning and building connections.

Snowflake’s values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability and getting it done are Snowflake core values and are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a Manager to lead our Escalation Management Team.

As a Manager of Escalation Management, you will help our customers achieve their business goals by providing outstanding service and support to our most critical customers in their most important time of need. You possess an excellent track record of leading high-performance teams in multiple aspects, extensive experience in the areas of Technical Support and Support Escalations, and the proper skills to create operational, tactical and strategic goals for the Escalations organization. You have broad experience creating detailed proactive and reactive business models, analyses and processes all of which have fueled your past success. A thorough understanding of the processes that drive consistent Escalation Management results and the business impacts related to technical issues is a must.

You will:

Have global team responsibility to deliver excellent customer care and support in a 24x7x365 SaaS environment
- This includes hiring, development, training, and skills management for a team of Escalation Managers
Possess a positive attitude and outlook and take a diplomatic approach to all situations.
Navigate and steer difficult situations toward positive outcomes
Make data-driven decisions to improve operational quality and efficiency.
Perform case quality reviews and coach team members toward driving improved customer experience
Foster and grow relationships across product and engineering functions for knowledge building, escalation engagement, new feature readiness, and product feedback
Establish good working relationships with customer-facing teams (sales, support account management, professional services, etc)
Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement.
Be the agent of change for new business processes, technology, and transformation
Lead by example to cultivate and maintain a culture built on teamwork and collaboration
Manage to the organizational and departmental objectives
Establish and implement relevant metrics and measures for success
Build future-proof processes and automation to enable scale across teams and products
Ensure quality work in all aspects of Escalation Management in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable, etc.
Lead and grow a diverse team responsible for responding to, investigating, managing, and resolving high-impact escalations 24x7x365.
Responsible for engaging and managing escalations to a minimum of 30% of their time.
Promote continuous improvement based on data-driven conversations
Leverage metrics to make strategic decisions, concentrating on results
Deliver scheduled updates to internal and external stakeholders, including C-level individuals

Our Ideal Manager of Global Escalation Management will have:

B.S. or M.S degree in CS, MIS or equivalent discipline
6+ years of technical support and service management experience; 2+ years in a supervisory role is required
3+ years of experience in a customer-facing role managing either escalations or incidents.
Experience managing Enterprise support in a large and complex environment in a web-based service and technology
A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
Proven capability of delivering on departmental goals and key metrics
Experience facilitating solution-building across cross-functional teams and driving projects to achieve a shared goal
Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted
A reputation for trustworthiness, fairness, dependability, and adherence to high ethical standards
Strong analytical and problem-solving skills
Strong technical aptitude and excellent communication and negotiation skills, both oral and written
Ability to adapt, to be flexible, and to learn quickly in a dynamic environment
Excellent teaming skills and the ability to work with virtual and global cross-functional teams

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com

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More about this job

Responsibilities

Lead and grow a global team responsible for managing high-impact technical escalations in a 24x7x365 SaaS environment. Drive operational excellence through data-driven decision-making, process improvement, and cross-functional collaboration with product and engineering teams.

Requirements

Requires a B.S. or M.S. degree in CS, MIS, or an equivalent discipline with at least 6 years of technical support experience. Candidates must have 2+ years in a supervisory role and 3+ years of experience managing escalations or incidents in a complex enterprise environment.

Skills

Escalation Management
Technical Support
Team Leadership
SaaS
Data-driven Decision Making
Customer Experience
Root Cause Analysis
Strategic Planning
Operational Efficiency
Cross-functional Collaboration
Stakeholder Management
Problem Solving
Communication
Negotiation
Process Improvement
Automation

Visa sponsorship

Not detected in the job text

Keywords

Escalation Management
Technical Support
SaaS
Root Cause Analysis
Customer Success
Data-driven
Leadership
Enterprise Support
Incident Management
Process Improvement
Automation
Cross-functional Teams
Stakeholder Management
Strategic Planning
Operational Quality
Service Management
Product Readiness
Performance Metrics
Coaching
Team Development
Technical Aptitude
Analytical Skills
Negotiation
Communication
Collaboration
Snowflake
Agentic Enterprise
AI-native
Business Models
Customer Care

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